How do you handle customer complaints and issues?

At ASPM, we take a proactive and personal approach to resolving tenant concerns. Each facility is assigned a dedicated Concierge Manager who knows the property and its tenants personally. When an issue arises, it’s handled directly by that manager, not a call center, ensuring every tenant receives a personal and timely response.

Using our RCM technology, Concierge Managers can connect instantly through live video chat, phone, or email. If an on-site visit is needed, our local caretakers respond within 24–48 hours to address the situation quickly and professionally.

We also believe that feedback, especially negative feedback, is an opportunity, not a setback. Every negative review is read and responded to personally. When we receive a negative review, we take the time to listen, respond with kindness, and learn from the experience. This helps us continuously improve and strengthens relationships with our tenants.

With the help of Birdeye’s reputation management tools, we track reviews and customer sentiment in real time, ensuring that no concern goes unnoticed and every tenant feels heard.
At ASPM, our goal is simple: to turn every interaction, even a complaint, into a moment of care and connection.